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Service Offerings and Service Commitments

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In this lesson, you will learn:

  • What a service commitment is
  • SNWR Email – Standard’s promises
  • How commitments link to SLAs
  • How to add them

🔁 Quick look back: Last time: Service Portfolios and the Service Lifecycle. You learned how the SNWR IT portfolio holds services in Pipeline, Catalog and Retired, each with an owner.

1 “What did we promise?”

After the email outage, Anita asks what IT promised for email.

  • Arjun says “always up”.
  • Daniel says “fixed in 4 hours”.
  • Nothing is written down.

🎯 The problem: If promises aren’t written down, you can’t measure them or keep them.

👉 The fix: record each offering’s promises as service commitments.

2 Commitments

Key term: Service commitment

A written promise for an offering, like availability or support hours.

Key term: Availability

How much of the time a service works. 99.5% means about 3.6 hours down a month, at most.

SNWR Email - Standard's service commitments. Availability: 99.5% each month. Support hours: SNWR India business hours for normal issues. P1 response: 24x7, using the SNWR 24x7 Critical Support schedule. Resolution targets: from SNWR's incident SLAs. Notes: 1 Availability is a promise about uptime. 2 Support hours say when help is available. 3 SLAs measure the promise on each record.
Figure 1. The offering’s promises, written down.

3 Commitments and SLAs

  • The commitment is the promise on the offering.
  • The SLA is the timer on each incident or request.
  • Together, they show if the promise is kept.

⚠️ Golden rule: Don’t promise what the team can’t deliver. Agree numbers with Arjun and Daniel first.

4 Let’s try it: add the commitments

  1. Open the service offering SNWR Email – Standard.
  2. In its Service Commitments list, add an availability commitment of 99.5%.
  3. Add a support hours commitment that uses SNWR India business hours.
  4. Add a P1 commitment that uses SNWR 24×7 Critical Support.
  5. Show the list to Arjun and record his sign-off in the design log.

5 Quick recap

  • A service commitment is a written promise
  • SNWR Email – Standard: 99.5% availability
  • Support hours use SNWR’s schedules
  • Commitments are the promise; SLAs are the timers
  • Agree numbers with the owners first

6 Check yourself

Think of your answer first. Then tap to check.

1 What availability does SNWR Email – Standard promise? Show answer

99.5% each month.

2 Commitment or SLA: which is the timer on each record? Show answer

The SLA.

3 Which schedule covers P1 support? Show answer

SNWR 24×7 Critical Support.

4 Who agrees the numbers? Show answer

The service owner, Arjun, with Daniel.

Nice work! SNWR Email’s promises are written down. 🎉
Next up: Subscriptions and Who Can See a Service

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